Concierge

Concierge (m/f/d)

Wertheim Village

Part-Time (20 hours a week)

In-village hosting:

•        Proactively approach the guests who might benefits from any services (take photos, store luggage, Hands Free Shopping and other services, info on boutiques, or just to have a chat while they are waiting for someone)

•        Support arrival and departures for Shopping express and Wertheim shuttles (incl. cleanliness of the shuttles and motivation of driver)

•        Work together with other hospitality figures colleagues in the village (Concierge Services, Security and Housekeepers, as well as brand partner’s staff colleagues)

•        Assist boutiques/ brand partners, VIP Lounge and Guest Services to support the needs of our guests and enhance hospitality where required.

•        Help identify any key areas of concern during a shift where there might be guest satisfaction issues, such as long queues, service deficiencies and maintenance requirements.

•        Be present at the main entrances and other identified locations, as well as roving leisurely throughout the village.

•        Verbally welcoming guests and have an engaging attitude

•        Assisting Guest Lounge with arrivals, events and the needs of the guests as directed.

Concierge Services:

•        Plan and implement hospitality initiatives within the Village Visitor Centre, continuously improving on these to surprise & delight our guests.

•        Assist and advise guests with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them

•        Provide knowledgeable insights regarding all Brands and the unique offer/promotions, within the Village

•        Proactively provide feedback & suggestions on any aspect of the delivery of Hospitality or our services, which will enhance the experience of our guests and further raise our performance above their expectations

•        Own and resolve customer complaint situations in a professional & reassuring manner and in accordance with company policy

•        Support and deliver loyalty programs such as Privilige and Miles&More

•        Selling and administration of Gift Vouchers and Wertheim Souvenirs

•        Promotion and cross-selling of all added services associated with the Village (baggage drop)

BACKGROUND AND SKILLS:

•        At least 2 years of experience ideally within the Hospitality, Tourism, Leisure or Retail industries

•        Intuitively understand the importance of excellence of customer experience / hospitality

•        Desire and drive to provide excellent world class hospitality and proven examples of guest experience

•        Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence

•        Ability to prioritize and adapt effectively and remain calm under pressure

•        Flexibility in terms of working hours and pattern (including Saturdays)

•        Sound understanding of retail, tourism and leisure sectors or desire to learn

•        Interest in and knowledge of the local area

•        Professional, friendly and approachable manner

•        Computer literate and fully conversant in the full suite of Microsoft Office Applications

•        German & English, any other language knowledge is desirable.